Director of Incident Management

Company: TEKsystems, Inc ( Learn More )

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Job Description

Job Summary:

We need a worker who can support our IT incident remediation process. The role is essentially responsible for leading a "SWAT" call routine when a major Priority One (P1) service incident occurs. A few particulars related to the role are: • On average, we experience 30-35 P1 incidents per month (relating to system failures associated with IT infrastructure, applications, databases, etc.). • A cross-organizational remediation SWAT team is assembled each time a P1 occurs to troubleshoot and ultimately restore availability of the failed IT system. • Each SWAT team has a leader who is accountable for directing all remediation steps, ensuring fast and effective response, escalating to Anthem or vendor management when needed, determining a firm root cause, etc. • I would like these people to be contract-to-hire. If they satisfactorily fulfill what we need in this role during the first six months of this assignment, they will be duly considered for conversion to Anthem employee status. • These people should meet the following minimum level of experience: 10+ years of IT operations, organized/methodical approach to problem-solving, strong communications skills, "field general" team leadership skills, complex IT infrastructure experience, tenacious, persistent, collaborative, self-sufficient.

Summary: IT Ops Incident Mgmt. Dir
Responsible for incident avoidance and business recovery through extensive partnering with the business and working with cross-functional teams to create simplified triage plans that isolate root causes within very complex IT systems. Primary duties may include, but are not limited to: Lead resources to ensure that IT is in compliance with system and network service level agreements. Direct cross-functional teams to determine root cause of incidents and acquisition of resources to execute solutions. Using data, processes major incidents and makes assessments using deductive techniques to determine risk and cost to business. Manages internal resources and vendors to communicate and execute triage strategic recovery plans while ensuring minimal possible impact to business. Coaches resources to use instrumentation and data to anticipate and plan for incidents. Broad understanding of the business processes and baseline metrics for critical applications, systems and networks. Identify opportunities to improve results using targets or continuous improvement assessments. Research relevant trends and activities in healthcare, business, competition and regulatory environments; recommends strategy adjustments. Participates in enterprise planning activity, including vendor assessment, and prioritization and integration. Routinely acts as a subject matter expert for IT leadership. This role also engages in the oversight of chronic problem resolution and change management. Requires Bachelor's degree in related field with 10 or more years of experience in information technology or any combination of education and experience, which would provide an equivalent background. Preferred experience in one or more of the following: information systems, computer networking, telecommunications, storage, mainframe, systems development and management required; ITIL, ITSM Training preferred.

About TEKsystems:

Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.
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